Responsible Gambling Analyst

Job Description

We’re looking for a Responsible Gambling (RG) Operations Analyst to join our team at Amused. What sets our team apart is our strong commitment to responsible gambling and our passion for understanding our customers’ needs. We are seeking someone who can excel at listening and analyzing, ensuring that we capture every detail of what our customers are saying and doing. This allows us to provide some of the most comprehensive and empathetic support in the industry. Our customers are at the heart of everything we do. We constantly seek innovative ways and solutions to adapt to our customers' evolving needs, ensuring our products and services remain not only top-notch but also safe and responsible. As a Responsible Gambling Operations Analyst, you will play a critical role in shaping and delivering our Responsible Gambling strategy. What you will be doing: Identifying and interacting with ‘at-risk’ customers who trigger internal controls and alerts, taking action where necessary. Undertaking in-depth and accurate risk assessments when customers trigger on internal controls and offering appropriate support to the customer. Discussing account activity directly with customers through appropriate channels (Phone, SMS, Email). Acting as a Subject Matter Expert in the field of Responsible Gambling. Proactively identifying unusual and potential money laundering behaviours/patterns and undertaking the appropriate escalations. Performing reporting and administrative duties as directed by Compliance Team Managers. Assisting with regular audits of RG processes to ensure compliance with industry regulations and internal standards. Contributing to the development and implementation of RG strategies to minimise customer risk and enhance customer safety. Collaborating with cross-functional teams, including Customer Service, AML, Risk & Trading to ensure RG practices are integrated across all operations. How you will do it: Engaging directly with customers in a transparent, meaningful, and impactful manner, ensuring that interactions are supportive, informative, and aligned with our customers' best interests. This involves listening to customers' concerns, providing clear guidance on RG tools, and ensuring customers feel empowered to make informed decisions about their gambling activities. Strong analytical skills with an eye for detail. Excellent communication skills – English – both written and oral. Customer service experience, ideally in a multi-channel contact centre environment dealing with high amounts of contacts. The ability to manage multiple tasks simultaneously and proactively manage your own workload. A strong desire to support ‘at-risk’ customers in their behaviours including conducting high-risk calls with vulnerable customers or in severe cases, customers presenting a threat to life. A confident and clear telephone manner with the ability to discuss sensitive topics and agree on corrective actions with the customer. Seniority level Entry level Employment type Full-time Job function Business Development and Sales Industries IT Services and IT Consulting #J-18808-Ljbffr